Update Incident Record - Assignment Group

[ENightingale]

Using Workflow Studio to build auto assignment for incidents. I am not able to pass the data pills from the  Trigger Record: (Assignment group [Record]), (Assignment group [Sys ID]), or the (Assignment group [Name]), to the Assignment group field of my newly created incident. I am currently doing a Look Up of the specific Assignment group record to ensure I'm getting the right Sys ID, and when passed to the incident that is also not working to populate the Assignment group field.

Trigger conditions are met [New/Updated Record: Conditions: Vulnerable Item with {X risk score} and assigned to {target Assignment group}] = 

1. Create Incident Record

 - populate with the relevant information from the trigger record

2. Log : info: {Incident Record}

3. Wait 5 seconds

4. LooK Up Group Record

 - Group [sys_user_group]

 - condition Sys ID: is: {data pill for Assignment Group from trigger record}

5. Update Incident Record

 - Target created incident record

 - Assignment group: {data pill from Look Up Sys ID (GUID)}

6. Log: info: {Incident Assignment group}

The flow completes with no errors, but it never assigns the Assignment group. 

[Ankur Bawiskar]

@ENightingale 

please share screenshots of your flow steps without which it won't help us

[Yogesh11bhatt]

Hi @ENightingale ,

Based on your description, the flow completes successfully with no errors but leaves the assignment_group field blank. When this happens, it usually comes down to either how Flow Designer handles reference values or a platform rule overwriting the value immediately after creation.

1. Use the Reference Pill Directly (Most Likely)

You mentioned performing a Lookup Group to obtain the Sys ID and then updating the Incident.

In Flow Designer, when a reference field is already available as a reference data pill, the safest approach is typically to pass that reference directly rather than extracting individual attributes from it.

The Fix:

Try removing the:

• Wait step

• Lookup Group step

• Update Incident step

and map:

Trigger Record → Assignment Group

directly into the Assignment Group field of the Create Incident Record action.

Since the trigger already contains the Assignment Group reference, the additional lookup should not be necessary.

2. Check for Overwriting Rules

If the Assignment Group is still blank, the flow may actually be setting the value correctly, but something else is immediately changing it afterward.

Check for:

• Assignment Rules

• Business Rules

• Other Flows

• Data Policies

running on Incident creation.

A quick way to verify this is:

1. Open the newly created Incident.

2. Review the Activity/History.

3. Check whether the Assignment Group was ever populated and then changed.

3. Verify the Trigger Data

Add a Log step before the Create Incident action and log:

• Assignment Group Name

• Assignment Group Sys ID

This will confirm whether the Vulnerable Item actually contains an Assignment Group when the flow triggers.

4. Test with a Known Group

As a troubleshooting step, try hardcoding a known Assignment Group into the Create Incident action.

If that works:

• Incident creation is fine.

• Assignment Group updates are fine.

• The issue is likely with the trigger data or mapping.

Recommendation

I would first simplify the flow by removing the Lookup, Wait, and Update steps and pass the Trigger Record → Assignment Group reference directly into the Create Incident action.

If that still doesn't work, inspect the Incident history and any Assignment Rules or Business Rules acting on the Incident table.

Hope this helps track down the issue!

Please mark this answer as Helpful if it resolves your question. 🙂

Thanks,
Yogesh Bhatt

[ENightingale]

This has been wonderfully thorough and helpful thank you. 

I have simplified the flow and checked the history for the Assignment Group. Indeed, there is a business rule in our configuration that is taking new Incidents and assigning them the "Unassigned" Assignment Group. This step must occur according to our Help Desk. 

My work around for this is to use an Update step after the Create Incident step to target the Assignment Group after the Rule runs. I will be passing the (Target record > Assignment Group[Reference]) data pill in the hopes that resolves the issue. 

 *** 

After completing this test the Incident Assignment Group remains set to Unassigned. 

Investigating the History>List for the INC I only see one reference to Assignment Group being set to Unassigned. There is no second attempt to Update the record to the appropriate Trigger Record> Reference Data Pill. 

Test Results:

I have attempted to manually add the required Assignment group by typing it in the flow step and clicking the appropriate group. That test results in a completed flow with no errors but also does not assign the desired Assignment Group. 

I am beginning to suspect that this field is protected or being blocked in some way. 

Is that a standard practice for this field or am I dealing with another custom configuration issue? 

[joshuajacks]

Similar to what has been said before, screenshots would be helpful. You also mentioned "assigned to {target Assignment group}]". Assigned to is usually for the "Assigned to" field which is a reference to a user and would not be a valid option to populate the assignment group. Using a valid assignment group data pill should work fine for the incident.